TY - CHAP M1 - Book, Section TI - The Exchange and Patients' Families A1 - Dinkin, Steven P. A1 - Filner, Barbara A1 - Maxwell, Lisa Y1 - 2018 N1 - T2 - The Exchange Strategy for Managing Conflict in Health Care: How to Defuse Emotions and Create Solutions When the Stakes Are High AB - In every workplace, including hospitals, conflicts can include parties who are not present. We call them shadow participants, but in reality they may be much more substantial than mere shadows. When patients are involved, either as principals or as subjects of disputes, these shadow participants may be more powerful than the patients. The shadow participants become surrogatevoices for the ones they love or support. They are the families: the spouses, partners, children, parents, and relatives whose lives are affected by whatever the patients are experiencing. When patients are not able to speak for themselves, and often even when they are, the surrogate or shadow parties can be invited to participate in a Dispute Resolution process. Sometimes they have legal standing, such as a Power of Attorney for Healthcare, and sometimes they don't, but they are related to patients and believe they speak for them. Whether or not families are active participants, they are affected by the patients' treatment; therefore, taking the interests of family members into account is critical to a successful Exchange process. SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/29 UR - accessmedicine.mhmedical.com/content.aspx?aid=1150324830 ER -